The Customer Is The Channel

The customer-centric blog of Linc Global

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Spotlight: Automated Omnichannel Shopping Assistance

Many Linc’d brands offer their customers automated assistance across channels, including help with orders, returns and other questions, and see over 70% of inquiries resolved immediately. Beyond these tier-1 inquiries, there’s a big opportunity to add additional capabilities to an automated assistant powered by Linc’s platform, and deliver services and experiences that help to differentiate a brand, and make life more convenient for customers.

Carter’s | OshKosh have been using Linc’s platform for over 3 years, recognizing that their customers, parents of young children, don’t have a minute to spare and making services more convenient helps to set them apart and keeps customers coming back and shopping with them. Having offered timely updates for some time, and more recently adding automated assistance to help customers get quick resolution to their questions, the obvious next step was to use their automated assistant to improve their customer’s experience in omnichannel shopping.

Today, customers can shop online, check out and select in-store pickup for their convenience. Using Linc’s platform, customers can receive timely updates on their order, ask questions about its status, and be alerted when it is ready for pickup. They can also get directions to the store, and ask other questions that may be top of mind.

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Adding this capability was straightforward and quick, thanks to Linc’s modular platform architecture that makes it easy to add additional ‘skills’ to the automated assistant and deploy them across channels like SMS, Facebook Messenger, Amazon Alexa and Google Assistant. With data connections made via API, and testing completed in a week, the capability was ready for customers to use soon after the initiative was started.

Providing this kind of automated assistance gives customers more convenience, and helps Carter’s differentiate their brand as being easy to shop with, focused on the customer, and always ready to help, no matter when or where. Using Linc’s platform, they added this capability to their automated services, made it easier for customers to keep up to date with their orders via SMS text and Facebook Messenger and strengthened the connection between online and offline shopping.

If you’d like to discuss adding capabilities to your automated assistant, or deploying an automated assistant across channels, then please get in touch with us today, and we’ll set up a time to get into the details.

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